NHS Grampian extends telephone reminder service

A telephone patient reminder system is being rolled out across several NHS Grampian out-patient clinics in Aberdeen, after a successful pilot.

The Chronos system, from Scots firm 360CRM, has made a significant impact during a three month pilot in the Woodend Orthopaedic out-patient clinics, with DNAs (did not attend) falling by 37%.

Patients receive an automated call asking them to confirm they will attend, or cancel, their appointment.

Before the pilot, patients were sent an initial appointment letter, plus a reminder letter two weeks before the appointment date. The telephone reminder system has replaced the reminder letters.

“Chronos is designed for the NHS and is the only method to combine automated messaging with personal contact,” says Walter Miller, 360CRM Managing Director.

“For NHS Grampian, we set up the system so that a patient is sent an automated call with details of their forthcoming appointment and they are invited to reply, using their key pad. If they don’t reply, they receive another automated call, and if they still don’t respond, they will receive a phone call from one of our operators, to check whether they will be coming to their appointment,” he added.

The new system is being extended to Neurology, Dermatology, Diabetes, Gynaecology, Oral Surgery, Plastic Surgery and Ear Nose and Throat out-patient clinics.

“We are committed to making the best use of clinical time and driving down waiting times for patients,” says Alisdair Chisholm, general manager of acute service at Aberdeen Royal Infirmary.

“Both are affected by patients not coming to booked appointments, so we were very interested to try this system. From the start of the pilot, right to the end, we have seen a dramatic reduction in DNAs, and patients have told us they like this simple and effective reminder system.”

It is hoped that by extending the use of Chronos across more departments, the hospital will see a further fall in the number of DNAs across the whole site.

“If the patient no longer needs, or can’t make, their appointment, Chronos instantly alerts the NHS department, allowing the appointment to be rebooked. We’re delighted NHS Grampian is rolling out Chronos to more departments,” said Miller.

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